Customer Experience Coordinator

Phoenix; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

A telemedicine platform located in Toronto is seeking a Customer Experience Coordinator to support patients through inquiries and platform education. Candidates must have strong communication skills and a passion for healthcare. This in-person role requires organization and problem-solving abilities, contributing to improving the patient experience in a fast-paced environment.

Benefits

Collaborative culture

Impactful work

Professional growth opportunities

Qualifications

• Ability to work in-office in downtown Toronto 5 days a week.
• Strong written and verbal communication skills with a focus on clarity and empathy.
• Willingness to participate in ongoing learning and work in a fast-paced environment.

Responsibilities

• Respond to patient inquiries via email, chat, and phone.
• Guide patients through onboarding and troubleshooting across the Phoenix platform.
• Assist with account management and billing questions.

Skills

Customer service

Communication skills

Problem-solving skills

Organizational skills

Bilingual (French or other)

Tools

CRM tools

Job description

Who We Are

Phoenix is a Canadian direct-to-patient telemedicine platform with a mission of helping men achieve their health care goals. This is enabled by Phoenix’s vertically integrated platform that helps patients receive treatment through a convenient end-to-end healthcare experience spanning from providing a health history, to delivery of medication, to ongoing care.

As a Customer Experience Coordinator, you will support patients in their journey with Phoenix. You will answer questions to help them use and understand our platform and treatment offerings, and help them navigate their accounts, orders, and treatment plans.

Who are you? You are a team player and pride yourself on providing the best in class customer service. You have a passion for assisting people with a ton of energy and passion. You adapt quickly and enjoy working in a fast-paced environment.

What You'll Do

• Respond to patient inquiries via email, chat, and phone.
• Guide patients through onboarding, product education, and general troubleshooting across the Phoenix platform.
• Assist with account management, billing questions, and shipment tracking.
• Be the eyes and ears of the patient, alerting the development and pharmacy teams of any technical issues that could potentially impact the patient experience. Your interactions with patients will be the basis of feedback that is delivered back to the rest of the company to continuously build on the patient experience.
• Find creative, fun, and professional ways to deliver the best possible support for our patients.

What You'll Bring To The Team

• Ability to work in-office in downtown Toronto 5 days a week.
• Availability to work some weekend hours if required (remote).
• Desire to help patients solve complex problems.
• Ability to think quickly, work autonomously, and de-escalate patient issues.
• Strong organizational skills and careful attention to detail.
• Strong written and verbal communication skills, with a focus on clarity and empathy.
• Willingness to participate in ongoing learning and experience working in a fast-paced environment.
• Ability to maintain a calm, professional demeanor if patients’ issues become escalated.
• Passion for healthcare, patient experience, and Phoenix’s mission to make care more accessible.

Bonus Points

• Experience with CRM tools
• Experience in telehealth
• Experience in customer service
• Bilingual (French or other)

Why work at Phoenix?

• Impact & autonomy. You’ll work directly with passionate, experienced leaders who understand the ups-and-downs of the business and you'll have a real opportunity to shape the future at Phoenix

• Rewarding Mission. We're delivering the best healthcare experience to Canadians across the country

• Collaborative Culture. We are a growing elite team in Downtown Toronto. We love the tight feedback loop of working together in the office. If you've missed that in-person office experience, and love sharing strongly held opinions of the best lunch spot nearby, this is the role for you

Phoenix is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Phoenix will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

Thank you for your interest in joining the Phoenix team! While we are lucky to attract a high level of interest in each of our roles, only candidates selected for an interview will be contacted.